Condition in SLA Definitions - for the first SLA to be attached in the ticket.

[mansigoel]

Hello,

We have the requirement, that whenever the ticket gets created the SLA - First Reponse SLA (P1/2/3/4) should be attached, so that it can be easily distinguished that this was the first SLA that was attached. 

I tried adding the condition - incident created on last minute/current minute, but in some of the use cases like when created within that minute this condition gets failed.

Can anyone suggest on this?

[mansigoel]

Hello @PrashantLearnIT 

If there would be multiple response SLAs attached to the ticket, the users can directly figure out the first SLA attached. So, for that purpose they want it to be distinguished. 

[Dr Atul G- LNG]

@mansigoel 

Do you have multiple response SLA on same priority  incident?

[mansigoel]

No, just one for each. But, lets suppose P2 Response is also attached, and then P4 ... etc. Then in that case there would be multiple Response SLAs attached. 

[Dr Atul G- LNG]

Hi @mansigoel 

In this case, a response SLA gets attached only once per incident. So, in your case:

• P2 has a Response SLA
• P4 has a Response SLA

You can filter it in the Task SLA table based on the created time/start time of the SLA.

I think you're getting confused—you can simply sort by start time to get clarity.